Cancellations & Returns

Cancellations & Returns Policy – Lensoz.com

At Lensoz.com, your satisfaction is our top priority. We’re dedicated to providing high-quality eyewear and an easy, reliable shopping experience for every customer. Our Cancellations & Returns Policy has been designed to ensure transparency, fairness, and complete peace of mind throughout your shopping journey. Please read the terms below carefully to understand how cancellations, returns, and refunds work at Lensoz.com.

πŸ›‘ Order Cancellation

We understand that sometimes plans change or mistakes happen while placing an order. That’s why we offer a 24-hour cancellation window from the time your order is placed.

  • You can cancel your order within 24 hours, provided it has not been processed, customized, or shipped.

  • Once an order moves to the processing or dispatch stage, or if it includes customized or prescription lenses, it cannot be cancelled as these are made specifically for you.

  • To request a cancellation, simply contact us via email at support@lensoz.com or message us on WhatsApp, mentioning your order number and the reason for cancellation.

  • After reviewing your request, our team will confirm your cancellation. If approved, the refund will be initiated within 5–7 working days to your original payment method (credit card, debit card, UPI, or wallet).

Please note that cancellation requests received after 24 hours or after the order has been processed will not be eligible for a refund.

πŸ” Return Policy

We aim to deliver products that meet your expectations in every way. However, if you face any issue with your order, our return process is simple and transparent.

βœ… Eligible for Cancellations & Returns shipping Β 

You may request a return under the following conditions:

  • You have received a wrong product (different model, color, or size).

  • The product was damaged or defective when delivered.

  • Your order arrived incomplete or missing parts.

If you experience any of these issues, please reach out to us within 48 hours of delivery. You will need to provide images or videos as proof to help our team verify and process your return smoothly.

❌ Not Eligible for Cancellations & Returns

Certain products cannot be returned due to their personalized nature:

  • Customized or prescription lenses, as they are made specifically for your vision requirements.

  • Used, damaged, or altered items after delivery.

  • Products returned without original packaging, invoice, or accessories.

All returns are subject to inspection and approval by our quality control team.

πŸ”„ Exchange Policy

At Lensoz, we also offer the flexibility of product exchange.

  • If you wish to replace your purchased frame with another design, color, or model, you can request an exchange.

  • Exchanges are accepted only if the product is unused, undamaged, and in its original condition with packaging and tags intact.

  • If you select an item of higher value, the price difference will be charged accordingly.

  • Shipping costs for exchanges may be borne by the customer, unless the reason for exchange is due to a wrong or defective product delivered by Lensoz.

We always ensure that your exchange process is as smooth as possible.

πŸ’Έ Refund Policy

We process refunds promptly once your returned product passes inspection.

  • All approved refunds will be credited to your original payment method (credit/debit card, wallet, or UPI) within 5–7 business days after successful quality verification.

  • For Cash on Delivery (COD) orders, refunds will be issued via bank transfer or UPI after confirmation.

  • If the returned product fails quality inspection (e.g., shows signs of use or damage), the refund or exchange will not be processed, and the product may be shipped back to you.

Our refund system is transparent, and you’ll receive timely updates via email or WhatsApp once the process is initiated.

πŸ“¦ How to Initiate a Return or Exchange

To make a return or exchange request:

  1. Contact our Customer Care Team within 48 hours of delivery via email or WhatsApp.

  2. Share your order number, reason for Cancellations & Returns, and supporting photos/videos.

  3. Our support staff will provide step-by-step guidance for return pickup or shipping.

  4. Once we receive the returned product, we’ll conduct a quick inspection and update you about your refund or exchange status.

At Lensoz.com, we stand behind the quality of our eyewear. Every frame and lens undergoes strict quality checks before dispatch to ensure that you receive nothing but the best. Our goal is to make every purchase a pleasant experience and every customer a part of the Lensoz family.

If you have any questions or need help with your return, exchange, or refund, our customer support team is always ready to assist you.

Lensoz.com – Your Vision. Our Commitment.